Mariana Fonseca
Rio de Janeiro,Brazil
Summary
Dedicated Customer Support Specialist motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in Customer Support Specialist and Representative solutions.
Accomplished Customer Support Specialist of 2 years consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Overview
2026
2026
years of professional experience
4051
4051
years of post-secondary education
1
1
Certification
Work History
Customer Support Specialist
Telus International
Cork, Ireland
03 2024 - Current
- Participated in weekly team meetings, driving continuous improvement initiatives.
- Managed email correspondences efficiently, enhancing response time significantly.
- Handled complaints effectively, resulting in increased loyalty from customers.
- Utilised various CRM systems to improve efficiency.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Built customer rapport by providing friendly, genuine service, increasing customer retention.
- Knowledge and in-depth knowledge regarding investment.
- Maintained updated knowledge of product offerings to provide accurate information to customers.
- Collaborated with sales team to identify up selling opportunities whilst aiding customers.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Managed over 60 customer calls per day
English Exchange Student
SEDA ENGLISH COLLEGE
Cork, Ireland
08 2022 - 08 2024
- Asked intelligent questions during class discussions, contributing to group learning.
- Communicated with teachers to obtain feedback, applying it to future projects.
- Developed excellent time management skills during university studies.
- Volunteered for community outreach programs, making positive impact beyond campus.
- Completed internship in marketing department to gain industry-specific insights.
- Demonstrated leadership as student representative, advocating for student needs and concerns.
Administrative Internship
Rio Pax
Rio de Janeiro, Brazil
05 2020 - 05 2022
- Maintaining customer satisfaction and loyalty
- Resolving issues to processing orders
- Handling all incoming customer queries and questions
- Providing te appropriate service and information or referring clients to another department
- Referring problematic issues that can not solve to management
- Assisted customers with product complaints, logging issues for investigation and providing replacement items
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending
- Delivered exceptional administrative support to senior executives during peak business periods.
- Enhanced digital presence by updating company's social media platforms regularly.
- Solved complex problems with effective teamwork and communication skills.
- Prepared comprehensive reports to facilitate informed decision-making process.
- Coordinated effectively with diverse teams for successful project execution.
- Managed over 50 customer calls per day.
Education
Some College (No Degree) - English Course
SEDA ENGLISH COLLEGE - Trinity College London Cert
Cork 08/2022 - 08.2024
Professional Technician - Customer Service Course in Excellent
Udemy Alumni
Cork 02/2025 - 03.2025
Google Qualifications Certificate - Data Analyst
Coursera
Ireland 03.2025 - 05.2025
Data Science Program - Data Science
Triple Ten
Cork12.2025
Skills
- Complaint handling
- Customer loyalty building
- Sales enquiry handling
- Telesales techniques
- Shipping and receiving
- Top sales performer
- Team management
- Inventory control
- Fashion knowledge
- Bilingual customer support
- Adaptive team player
- Complaint resolution
- Social media management
- Outstanding customer service
- Telephone skills
- Problem solver
Languages
English
Fluent
Portuguese
Native
Accomplishments
- Supervised team responsible for executing well on projects, leading to 75% increased revenue.
- Upsold additional products, increasing monthly revenue 80%
Certification
- European English Certification
- Administration course certificate
- Google Certificate in Data Science
- Professional Course, Excellent Customer Service
- Data Science - Program Triple Ten
Timeline
Google Qualifications Certificate - Data Analyst
Coursera
03.2025 - 05.2025
Customer Support Specialist
Telus International
03 2024 - Current
English Exchange Student
SEDA ENGLISH COLLEGE
08 2022 - 08 2024
Administrative Internship
Rio Pax
05 2020 - 05 2022
Some College (No Degree) - English Course
SEDA ENGLISH COLLEGE - Trinity College London Cert
08/2022 - 08.2024
Professional Technician - Customer Service Course in Excellent
Udemy Alumni
02/2025 - 03.2025
Data Science Program - Data Science
Triple Ten
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
BRENEÉ MULLENBRENEÉ MULLEN
US Rater at Telus InternationalUS Rater at Telus International